QUAY HEALTH PRIVACY POLICY
Effective Date: 9 April 2025
Quay Health is committed to protecting the privacy of your personal and health information. This policy outlines how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW).
- What Information We Collect
We may collect the following types of information:
- Personal information, such as your name, address, date of birth, contact details, and Medicare or health fund information.
- Health information, including clinical notes, test results, referrals, and other records related to your treatment.
- Administrative and payment information, such as billing records and insurance details.
- Communication records, including phone calls, emails, texts, and online enquiries.
- How We Collect Your Information
We collect personal and health information:
- Directly from you, whether in writing, during consultations, via phone, email, online forms, or other methods.
- From third parties such as other healthcare providers (with your consent), pathology labs, or diagnostic imaging services.
- When you make appointments online, complete intake forms, or subscribe to clinic updates.
- How Your Information Is Stored
All personal and health information is stored electronically on secure, remote servers compliant with industry standards. Access is password-protected and encrypted where appropriate.
- All clinic staff have access to your information and are bound by confidentiality obligations.
- Staff are only authorised to access your information for legitimate clinical or administrative purposes.
- For ease of communication, staff may occasionally contact you via personal mobile devices or email accounts.
- Use of Your Information
Your information is primarily used to:
- Provide safe and effective clinical care
- Manage appointments, billing, and administrative tasks
- Communicate with you about your care and clinic updates
- Support professional collaboration with other healthcare providers (with your consent).
We may also use your information to notify you about:
- Appointment confirmations and payment receipts
- Appointment reminders (typically via SMS)
- Clinic updates, practitioner leave, and relevant promotions or events (via email or SMS)
You may opt out of non-clinical communications at any time by using the ‘opt out’ method detailed in the relevant communication received.
- Disclosure of Information
We do not disclose your personal or health information to any third party without your consent, except where required or authorised by law.
This may include situations involving:
- Serious threats to your life, health, or safety, or that of others
- Mandatory reporting of notifiable diseases or child protection concerns
- Legal proceedings or subpoenas
- Investigation of unlawful activity
With your consent, we may share information with:
- Other health care providers involved in your care
- Allied health professionals, fitness providers, or sports coaches
- Third-party payers such as Medicare, private insurers, or workers’ compensation bodies
- AI-Assisted Recording Policy
To support accurate and efficient clinical documentation, Quay Health may use AI technology to record consultations solely for the purpose of generating treatment notes.
Storage:
- Recordings are stored securely for a maximum of 24 hours.
- During this time, the recording is transcribed and then permanently deleted.
- No audio is retained beyond the transcription process.
Security:
- All recordings are encrypted during storage and inaccessible to unauthorised personnel.
- Transcriptions are integrated into your clinical file and managed in accordance with our data security protocols.
Consent:
- By attending a consultation, you consent to the use of AI-assisted recording for this limited purpose.
- If you prefer not to have your session recorded, you may opt out at any time by informing your practitioner prior to your appointment.
- Access and Correction
You have the right to access and request corrections to your personal or health information. Requests can be made in writing to info@quayhealth.com.au, and we will respond within a reasonable timeframe in accordance with privacy legislation.
- Data Retention
Health records are retained for the minimum period required under NSW health regulations — generally:
- 7 years from the last consultation date, or
- Until age 25, for records created when the patient was under 18
After this time, records are securely destroyed or de-identified.
- Questions, Complaints, or Concerns
If you have any questions about this policy, wish to access your records, or believe your privacy has been breached, please contact us:
Quay Health
Level 6 | 10 Bridge Street, Sydney
(02) 9252 2825
If you are not satisfied with our response, you may contact:
- Office of the Australian Information Commissioner (OAIC) – www.oaic.gov.au
- NSW Privacy Commissioner – www.ipc.nsw.gov.au
- Updates to This Policy
This Privacy Policy may be updated periodically to reflect changes in law or practice. The most current version will be made available on our website at www.quayhealth.com.au.
CANCELLATION POLICY
To ensure the best service for all our patients, Quay Health has implemented the following cancellation policy:
- Notice Period
- We require a minimum of 24 hours’ notice for appointment cancellations or rescheduling.
- We require a minimum of 24 hours’ notice for appointment cancellations or rescheduling.
- Late Cancellations and No-Shows
- Cancellations made within 24 hours of the appointment will incur a fee of 50% of the session fee.
- Failure to attend an appointment will incur a fee of 100% of the session fee.
- Exemptions
- We understand that unforeseen circumstances occur. Please contact us to discuss any genuine emergencies or special circumstances.
- We understand that unforeseen circumstances occur. Please contact us to discuss any genuine emergencies or special circumstances.
- Booking Deposits
- A deposit of $50 may be required for certain services or initial consultations. This deposit is non-refundable for late cancellations or no-shows.
- A deposit of $50 may be required for certain services or initial consultations. This deposit is non-refundable for late cancellations or no-shows.
- How to Cancel
- Cancellations can be made via phone or email.